Refund policy.

• A pack you have not touched can be refunded within 14 days of buying it, straight from Tokens & billing.
• The money goes back to the payment method you used, usually within 5 to 10 business days.
• The pack's tokens leave your balance at the same time.
• Once tokens from a pack have been used, write to us: we look at each case.
• If the studio changed your product instead of only the light, report it from the result screen: the token of that photo comes back.

Open Tokens & billing, find the purchase and press Refund. You can do this when all three are true:

• the purchase is less than 14 days old;
• your balance still holds at least as many tokens as the pack contained, in other words you have not used it;
• it has not been refunded already.

Stripe refunds the full amount to the original payment method immediately and emails you a credit note. Banks usually show the money within 5 to 10 business days.

If you have spent tokens from a pack and something went wrong, whether the results were unusable, you were charged twice, or you bought the wrong pack, write to francescopalandra@icloud.com with the order number. We answer within a few business days and can refund in full or in part from our side.

When money is refunded, tokens leave your balance in proportion: on a 20-token pack, refunding half of the price removes half of the tokens, rounded up (so 11 rather than 10 when the maths lands in between). We never take more tokens than your balance holds.

This is not a refund of money, but worth knowing: when a photo does not render, its token goes back to your balance automatically, normally within minutes and at most within 15 minutes if your connection dropped. It shows as a “Refund” line in your token history.

A photo that rendered but came out wrong can be rerun once, for free, within 24 hours of the shoot, from the result screen or from the gallery. The studio must change only light, surface and shadow: if after that your product still looks different from the one you photographed, use “Report a change to my product” next to the image (or write from the support page). We look at the render and give the token of that photo back.

If you dispute a payment with your bank instead of writing to us, the pack’s tokens are removed while the bank looks into it, and the payment provider charges us a fee whether or not the dispute succeeds. Please write to us first: it is faster for you and cheaper for everyone.

If you are a consumer in the EU, you have a right of withdrawal of 14 days for online purchases. Tokens are digital content delivered immediately: by buying, you ask for immediate delivery and acknowledge that using tokens from a pack ends the right of withdrawal for that pack. Everything above is at least as generous as that right; nothing here reduces rights you have by law.